Description

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course. This will help you teach you know how to:

The nuances of body language and verbal skills

Aspects of verbal communication such as tone, cadence, and pitch

Questioning and listening skills

How to deliver bad news and say “no”

Effective ways to negotiate

The importance of creating and delivering meaningful messages

Tools to facilitate their communication

The value of personalizing their interactions and developing relationships

Vocal techniques that will enhance their speech and communication ability